Acadia Pharmaceuticals Inc. · 17 hours ago
IT Desktop Support Lead
San Diego, California, United States
Full-time
Hybrid
Mid, Senior Level
$40.48/hr - $50.63/hr
3+ years expAcadia Pharmaceuticals is dedicated to advancing treatment for underserved neurological and rare disease communities. The IT Desktop Support Lead will oversee the help and service desk teams, providing advanced technical support and ensuring service level agreements are met while driving client satisfaction.
BiotechnologyHealth CarePharmaceutical
Responsibilities
Oversee and ensure the teams are operating efficiently and adhering to processes and procedures, driving client satisfaction through exceptional customer support
Record, track, and analyze team SLAs and workflows, monitor and report on team performance, metrics, and queue trends
Provide advanced technical support and handle escalated requests for administration of mobile device management (MDM) tools, Office 365, virtual environments, desktops, Exchange/Active Directory requests and some system engineering initiatives of emerging technologies
Act as a senior technical business partner for other internal IT teams
Assist in asset management procedures, including inventory of equipment, software licenses, and maintain organization and tracking of intake for backups, imaging, restores, and vendor interactions
Document detailed information for all support efforts in the ITSM system as per procedures
Troubleshoot and provide resolutions for hardware/software issues, root cause analyses (RCAs), and communicate feedback to staff and clients on resolved or in-progress problems and incidents
Update and create knowledge and work instructions where needed
Gather appropriate data to escalate to higher-level teams or provide proper triaged information to business partners/owners when necessary
Administer Active Directory, Office 365, RMM, Adobe, and other portal consoles, including account management and password resets
Handle procurement requests for software, hardware, peripherals, and mobile devices
Support and assist with projects, events, and company initiatives, including setup and support for meetings, conferences, and events
Develop and update training materials and provide guidance to support teams
Other responsibilities as assigned
Qualification
Required
Bachelor's degree in Information Technology, Computer Science, Systems & Network Engineering, or related field
3-5 years of progressive experience leading teams in an IT regulated ITIL and GxP enterprise environment
Extensive technical knowledge of Windows operating systems, command lines, PowerShell, Office Suites, and endpoint management
Excellent oral and written communication skills
Proven experience in leading customer-focused teams
Strong technical and analytical skills for investigating and resolving issues
Exceptional organizational skills with keen attention to detail
Ability to multitask, adapt quickly, and effectively resolve concerns under pressure
Proficient in desktop/laptop technologies, including Windows 10/11, Office 365, SaaS applications, virtual environments, RMM, MDM, networking, wireless, encryption, RCA, and troubleshooting
Ability to manage technical projects effectively
Outstanding customer service and interpersonal skills, with the ability to mentor junior support staff
Excellent research, data gathering, analytics, and reporting skills
Ability to interpret and present ideas in user-friendly language
Good understanding of computer and mobile device management tools
Agile mindset for critical thinking and problem resolution
Strong listening skills and ability to follow instructions
Proficient in creating reports, including graphs, charts, statistics, and logs
Good understanding of telephony technology, VOIP, and mobile devices
Skilled in troubleshooting MFP copiers and printers
Extensive experience in providing audio-visual, production meeting, and event support
Experience in dynamic and fast-paced enterprise environments
Strong sense of urgency and ability to prioritize tasks
In-depth knowledge and experience with command lines, PowerShell, VB batch scripting, ConnectWise Automate, Box, Office Suites, O365 administration, ServiceNow, ADUC/GPOs, endpoint management security, and communication tools
Must be able and willing to travel on occasion
Benefits
Competitive base, bonus, new hire and ongoing equity packages
Medical, dental, and vision insurance
Employer-paid life, disability, business travel and EAP coverage
401(k) Plan with a fully vested company match 1:1 up to 5%
Employee Stock Purchase Plan with a 2-year purchase price lock-in
15+ vacation days
13 -15 paid holidays, including office closure between December 24th and January 1st
10 days of paid sick time
Paid parental leave benefit
Tuition assistance
Company
Acadia Pharmaceuticals Inc.
Acadia Pharmaceuticals develops and commercializes small molecule drugs for the treatment of central nervous system disorders.
501-1000 employees
H1B Sponsorship
Acadia Pharmaceuticals Inc. has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2021 (1)
Funding
Current Stage
Public CompanyTotal Funding
$811.73MKey Investors
National Institute of Neurological Disorders and StrokeOxford Bioscience PartnersNational Institute of Mental Health
2019-09-17Post Ipo Equity· $287.5M
2018-11-30Post Ipo Equity· $316.25M
2013-01-02Post Ipo Equity· $86.39M
Leadership Team
Catherine Adams
Chief Executive Officer
Steve Davis
President and CEO
Recent News
2025-11-20
Company data provided by crunchbase